随着中国制造 2025、智能制造“十三五”规划以及“一带一路”政策的大力开 展，中国液压欧亿·体育（中国）有限公司市场在逐渐恢复增长。为了支持国产高端液压件的发展，中国出台 了多项政策。国家大力推广互联网、智能化，液压产品实现工业 4.0 以及机电液一体 化将成为液压欧亿·体育（中国）有限公司的主要发展趋势。在本土液压企业迈向高端和智能化的同时，国内 高端液压欧亿·体育（中国）有限公司的竞争也日趋激烈。G 公司作为高端液压欧亿·体育（中国）有限公司的一员，面临着严峻的竞 争压力，对于 G 公司而言，建立科学的客户关系管理优化方案很有必要。 通过研究客户关系管理的相关理论，文章首先提出了研究的背景和意义，对国内 外的相关文献进行了综述，总结出本文的研究方法和思路。其次，对本文用到的重要 理论进行了阐述，包含客户关系管理概述、IDIC 模型等，借助 STEEP 和 SWOT 模型 两大战略理论，对 G 公司所在欧亿·体育（中国）有限公司现状和竞争对手情况进行分析，提出了 G 公司面 临的机会和威胁。接着对 G 公司的客户关系管理现状进行了剖析,发现了 G 公司客户 关系管理存在的问题。针对 G 公司客户关系管理存在的问题，借助客户关系管理 IDIC 模型进行分析，得出解决方案，总结出 G 公司需要完善 CRM 系统、进行客户差异化 分析、与客户进行互动、客户定制化服务等，从根本上推动了 G 公司客户关系管理 的有效开展。 最后，提出相应的保障措施，主要包含客户人力保障、资金保障、技术保障和制 度保障等四个方面的保障措施。文章最后进行了总结，分析了本文的局限性和未来研 究展望。 关键词，客户关系管理；CRM 系统；液压管道III Abstract With The Chinese manufacturing 2025, intelligent manufacturing 13th Five-Year Plan and Belt and Road policy, China's hydraulic industry market is gradually returning to growth. In order to support the development of domestic high-end hydraulic parts, China has introduced a number of policies. The state vigorously promote the development of Internet, intelligent. At the same time, hydraulic products achieving industrial 4.0 and mechatronics integration will become the main development trend of the hydraulic industry. In the local hydraulic enterprises towards high-end and intelligent, meanwhile, the domestic high-end hydraulic industry competition is becoming increasingly fierce. As a member of the high-end hydraulic industry, G company is facing severe competitive pressure, and it is necessary for G company to establish a scientific customer relationship management optimization program. By studying the relevant theories of customer relationship management, the article first puts forward the background and significance of the research; summarizes the relevant literature at home and abroad, and then summarizes the research methods and ideas of this paper. Secondly, the important theory used in this paper is expounded, including customer relationship management overview, IDIC model, etc., with the help of the two strategic theories of STEEP and SWOT model, the current situation of G company and the situation of competitors are analyzed; and then the opportunities and threats faced by G company are presented. Then the current situation of customer relationship management in G company is analyzed, and the problems of customer relationship management in G company are found. In view of the problems of customer relationship management of G company, with the analysis of the IDIC model of customer relationship management, the solutions are concluded of G company: needs to improve CRM system; customer differentiation analysis, interaction with customers; customer customization services, etc., which fundamentally promotes the effective development of G company customer relationship management. At last, the corresponding safeguard measures are put forward, which mainly includeIV the four aspects of customer: manpower security, capital guarantee, technical guarantee and system guarantee. Finally, the paper summarizes and analyzes the limitations and future research prospects of this paper. Keywords，Customer Relationship Management; CRM System; Hydraulic Pipe目录 致谢.........................................................................................................................................I 摘要.......................................................................................................................................II Abstract ................................................................................................................................ III 第 1 章 绪论..........................................................................................................................1 1.1 研究背景.................................................................................................................... 1 1.2 研究意义.................................................................................................................... 3 1.3 国内外研究现状........................................................................................................ 4 1.3.1 国内研究现状.....................................................................................................4 1.3.2 国外研究现状.....................................................................................................5 1.3.3 国外研究现状评述.............................................................................................6 1.4 研究内容和基本框架............................................................................................... 6 1.4.1 研究内容.............................................................................................................6 1.4.2 基本框架.............................................................................................................7 1.5 研究方法与创新点................................................................................................... 9 1.5.1 研究方法.............................................................................................................9 1.5.2 创新点................................................................................................................9 第 2 章 基本概念与理论基础............................................................................................10 2.1 客户关系管理概述.................................................................................................. 10 2.1.1 客户关系管理发展..........................................................................................10 2.1.2 客户关系管理概念..........................................................................................12 2.2 IDIC 模型 ................................................................................................................ 12 2.2.1 识别客户..........................................................................................................13 2.2.2 区分不同客户..................................................................................................13 2.2.3 同客户进行互动..............................................................................................14 2.2.4 定制化对待客户..............................................................................................14 第 3 章 G 公司外部环境分析............................................................................................16 3.1 G 公司宏观环境分析.............................................................................................. 16 3.1.1 社会环境...........................................................................................................16目录 3.1.2 科技环境...........................................................................................................17 3.1.3 经济环境...........................................................................................................18 3.1.4 生态环境...........................................................................................................19 3.1.5 政治环境..........................................................................................................20 3.2 G 公司所处的欧亿·体育（中国）有限公司环境分析.................................................................................. 20 3.2.1 供方分析...........................................................................................................21 3.2.2 买方分